1+ months

Staff Product Support Specialist

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cspan id=\u0022Field_REQ_DESCRIPTION_329\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The Staff Product Support Specialist is responsible for handling and resolving problem escalations, engaging with engineering and other teams in a Subject Matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes. \u003Cbr /\u003E Staff Product Support Specialists understand cross-functional, complex initiatives and have the ability to identify, quantify and implement process and system improvements through the use of technology. \u003Cbr /\u003E Staff Product Support Specialists coordinate with business stakeholders to align on the definition of product features and help to translate them into user stories that can be interpreted and implemented by product teams. \u003Cbr /\u003E This role also sets standards within the Product Support Team and mentors team members based on knowledge and skill gaps. The Staff Product Support Specialist may provide after hours, overnight, and weekend on-call support as well as advanced support for VP level and above.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 25% - Support \u0026 Enablement: \u003Cbr /\u003E Participates in advanced troubleshooting and drives resolution \u003Cbr /\u003E Interfaces with business stakeholders and IT teams to elicit problem details \u003Cbr /\u003E Addresses technical issues both synchronously and asynchronously; escalates accordingly \u003Cbr /\u003E\u003Cbr /\u003E 30% - Delivery \u0026 Execution: \u003Cbr /\u003E Provides after hours, overnight, and weekend on-call support \u003Cbr /\u003E Documents, reviews and ensures that all quality and change control standards are met \u003Cbr /\u003E Provides advanced support for VP level and above \u003Cbr /\u003E Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate \u003Cbr /\u003E Develops requirements and specifications for project and product lifecycles \u003Cbr /\u003E Identifies diagnostic utilities to aid in troubleshooting \u003Cbr /\u003E Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution \u003Cbr /\u003E Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor \u003Cbr /\u003E Identifies process and systems improvements that drive quality within the team \u003Cbr /\u003E Acts as a role model for maintaining relationships with site leadership \u003Cbr /\u003E\u003Cbr /\u003E 5% - Administration \u0026 Operations: \u003Cbr /\u003E Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly \u003Cbr /\u003E Evaluates documented resolutions and analyzes trends to prevent future problems \u003Cbr /\u003E\u003Cbr /\u003E 40% - Learning: \u003Cbr /\u003E Produces and updates content for knowledge base articles and training for product support team \u003Cbr /\u003E Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task \u003Cbr /\u003E Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task \u003Cbr /\u003E Analyze information to determine areas for further training and coaching \u003Cbr /\u003E Researches and incorporates pertinent product update information in alignment with current trends\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically reports to the Product Support Manager or Sr. Manager.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E ENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Environment: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Travel: \u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time.\u003Cbr /\u003E\u003C/span\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cp\u003E\u003Cspan id=\u0022Field_REQ_ESSENTIALFUNC_332\u0022 class=\u0022wgt-TextWidget PopupAutoCommit wgt-input\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Additional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Education Required:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of \u003Cbr /\u003E study related to the job.\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Years of Relevant Work Experience: \u003C/strong\u003E3 years\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Physical Requirements:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a \u003Cbr /\u003E need to move or lift light articles.\u003Cbr /\u003E\u003Cbr /\u003E\u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E\u003Cbr /\u003E 3-6 years of relevant work experience \u003Cbr /\u003E Expertise in CRM or standard help desk ticketing systems and remote monitoring and management software \u003Cbr /\u003E Proficient in Microsoft Office standard applications \u003Cbr /\u003E Proficient in troubleshooting and diagnosing issues associated with modern operating systems and modern software tools \u003Cbr /\u003E Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments \u003Cbr /\u003E Expertise in developing and enhancing knowledge database and team training documentation \u003Cbr /\u003E Expertise in mentoring more junior team members \u003Cbr /\u003E Expertise in setting high standards through action \u003Cbr /\u003E Proficient in analyzing trends and determining and applying necessary process or standard operating procedure changes to optimize efficiency and effectiveness \u003Cbr /\u003E Proficient in selecting and engaging vendors, and establishing, nurturing, and maintaining vendor relationships\u003Cbr /\u003E\u003Cstrong\u003E\u003Cbr /\u003E Knowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E\u003Cbr /\u003E\u003C/strong\u003EBeing Resilient: Rebounding from setbacks and adversity when facing difficult situations \u003Cbr /\u003E Collaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003E Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences \u003Cbr /\u003E Customer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003E Decision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003E Interpersonal Savvy: Relating openly and comfortably with diverse groups of people \u003Cbr /\u003E Manages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003E Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement \u003Cbr /\u003E Resourcefulness: Securing and deploying resources effectively and efficiently \u003Cbr /\u003E Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations\u003C/span\u003E\u003C/p\u003E\u003C/div\u003E
Posted: 2020-02-01 Expires: 2020-04-18

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Staff Product Support Specialist

Home Depot
Atlanta, GA 30303

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